Manager, Customer Support Training & Development

Summary

Join Hootsuite as a Manager, Customer Support Training & Development to lead and develop learning programs for the global customer support team. You will manage a team of Training Specialists, create and execute learning strategies, and build relationships with business leaders. Responsibilities include designing and delivering training programs, managing the onboarding process, and implementing a system to track learning progress. The role requires 8+ years of L&D experience in organizational development and leadership, preferably in a SaaS or support operations environment. This remote position, based in Canada or Mexico City, offers flexible work arrangements.

Requirements

• Approximately 8+ years of Learning and Development experience in roles responsible for organizational development, leadership and people development, preferably in a SaaS or Support Operations environment
• In-depth knowledge of the Hootsuite Product suite of products and proven ability to quickly learn new technical information, mentor and train others
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

Responsibilities

• Manage a team of Training Specialists, including selection, coaching, mentoring, development, performance management, and all other people-management practices, including DE&I
• In partnership with the Director, create the learning and development strategy, connecting it to business outcomes and needs
• Lead the Training Specialists to deliver effective learning programs (Orientation, Core Product Support training, Customer First, DEI, Leadership, Upskilling, Career Coaching and others as defined by the business objectives)
• Lead the planning and execution of quarterly roadmap sessions, collaborating with stakeholders to identify, prioritize, and implement targeted enablement and learning initiatives and OKRs, aligned with Customer Support strategy and needs
• Build and sustain lasting relationships with business leaders to generate a deep understanding of business needs and data-driven solutions and facilitate partnerships that enable successful learning outcomes
• Design, develop and augment Hootsuite’s existing leadership programming with targeted Support Operational leadership training modules (Leadership onboarding, portfolio management, project management, etc)
• Own the development and delivery of a comprehensive onboarding program for our Global Support Organization, continuously enhancing it to align with industry trends and meet evolving team needs
• Work closely with Training Specialists to maintain, enhance and manage programs to support high visibility and high impact enablement initiatives
• Implement a robust system to track, monitor and report the learning progress of our Global Support teams, including implementing scalable learning assessments and providing actionable insights to continually enhance and optimize the enablement strategy
• Build change management expertise and capability within the Support leadership and training team to operationalize all support strategic and transformational projects
• Collaborate with the corporate L&D team to partner/align on organizational vs department level training programs
• Perform other related duties as assigned

Preferred Qualifications

• Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked
• Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information
• Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively
• Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals
• Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes
• Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected

Benefits

• In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for remote work or a hybrid model
• $86,900 — $121,700 CAD